Help & FAQ's

Order Queries

  • Where is my order?

We work hard to get our orders shipped as quickly as possible. Most orders are dispatched within 3-5 working days but during busy periods it may take a little longer.

  • Can I cancel / amend my order?

Once your order has been placed our warehouse begin picking and packing as quickly as possible so it is often difficult to cancel the order. However if it is unwanted you are welcome to follow our returns guidelines here:

Be sure to include your order number, name and address in the return. We also recommend keeping your proof of postage until you have received your refund.

  • What can I do if my order is going to the wrong address?    

If you’ve entered the wrong shipping address at checkout, please contact our Customer Service team as soon as possible with your order number and the correct address. We’ll always do our best to help, but as our warehouse begins processing orders quickly, there’s only a short window to make changes.

Once your order has been packed or dispatched, we’re unfortunately unable to change the delivery address. In this case, we recommend: Checking with the residents at the incorrect address (if possible), Contacting the courier directly with your tracking number to request redirection (not always guaranteed)
To avoid this in future, please double-check your shipping details at checkout.

  • Where is my order confirmation?

Once your order has been placed successfully, a confirmation email will be sent to the email address used at checkout. This usually arrives within a few minutes, but during busy periods it may take up to an hour.

If you haven’t received it:

  1. Check your spam/junk/promotions folders – sometimes it gets filtered.
  2. Double-check your email address – log into your account (if you created one) to ensure there were no typos.
  3. Still no luck? Please get in touch with our Customer Service team and we’ll be happy to locate this for you please include:
    • Your full name
    • The email address used at checkout
    • The time and date of your order (if known)
  • What should I do If My Order Is Missing?

We're sorry to hear your order hasn't arrived!

If you're in the UK and your order hasn’t arrived within the estimated delivery window provided in your shipping confirmation email, here’s what to do:

  1. Check your tracking link – this is usually the fastest way to see the latest update.
  2. Still no update after 10 working days? Please get in touch with our Customer Service team within 21 days of your order date so we can investigate and help resolve this for you.
  • What do I do if I've received the wrong item?

We're really sorry if you've received the wrong item — we know how frustrating that can be!

If you believe you’ve been sent something incorrect, please contact our Customer Service team as soon as possible. To help speed things up, make sure to include the following in your message: Your order number, a clear photo of the item you received, a photo of the item label or barcode (if possible)
Once we have this information, we’ll work quickly to get this resolved for you.

  • What should I do if there's an item missing from my order?

We’re so sorry if something is missing from your order — let’s get this sorted as quickly as possible!

First, please check your email (including junk/spam folders) to see if we’ve sent you a message about an out of stock item or a split shipment (your order may arrive in more than one delivery).

If you haven’t received any communication or if you're unsure, please reach out to our Customer Service team with your order number and details of the missing item, and we’ll look into this for you right away.

Delivery 

  • How does your UK standard delivery work? Your delivery will be shipped within 3-5 working days and you will receive a confirmation email of this.
  • Can I track the status of my order? Yes the tracking details will be emailed to you upon dispatch.
  • What happens when nobody is in when my item is delivered? Info subject to courier used
  • How do I return an item We really hope you love every Poptastica item you purchase, however, if you do need to make a return you’re welcome to do so within 30 days of receipt.

Returns cost £3.50 which will be deducted from your return total. However, if your item is classed as faulty, this fee will be wavered once the item has been checked. For all faulty items please contact our customer service team on info for a faulty authorisation code before sending your return back to us. Any faulty returns that are returned without an authorisation code will NOT be refunded.

When returning items to us, please include a note inside your return with your order number and the name and address used when placing the order. To organise your Freepost return please head to the Royal mail returns page here please enter all the information required & generate a QR code. No printer is required & you will be able to return your order through your local Post Office branch.

All returned items must be sent back to us unopened, unused and in their original condition. We reserve the right to refuse an exchange or refund if items are non-saleable. Personalised items are non-returnable / non-refundable. 

Please ensure you keep hold of your proof of postage until you have received your refund/exchange. Please note UK returns can take up to 14 working days to reach us.

Please find further details on our returns here: Returns policy link here

  • Can I exchange an item?

We are sorry, but we cannot offer an exchange as part of our returns process for items purchased online. If you would like any items in exchange please place a new order via the website/platform purchased.
We will then refund the item you are returning as soon as we have received and inspected it, in accordance with our returns policy.

  • Can I get a refund if the price has changed since I ordered it?

Our prices change to many factors including seasonality, sale, fashion trends. Unfortunately once the order has been placed we cannot refund any price differences.

  • What should I do if my refund is incorrect?

If your refund doesn’t look right, please get in touch with our Customer Service team and we’ll take a look at contact@poptastica.com

Please note: refunds will reflect the £3.00 returns fee per order, and you can also check your original order confirmation to see if any discounts were applied at checkout. This helps us resolve your query as quickly as possible! 

  • I forgot to include my returns note in my return, what should I do?

Dont worry thats no problem, please get in touch with us at contact”poptastica providing your name and order number so we can track it back to you.

  • Will my original postage costs be refunded?

Unfortunately no, postage costs will not be refunded as it is a service you will have received. However if the item arrives faulty or damaged we will of course refund this. 

  • What should I do if I receive a  faulty item?

For all faulty items please contact our customer service team by emailing contact@poptastica.com for a faulty authorisation code before sending your return back to us. Any faulty returns that are returned without an authorisation code will NOT be refunded.

  • Where is my refund?

Returns can take up to 14 working days to reach us. Once our Returns team has processed your parcel, your refund should appear in your account within: 10 working days.

If it’s been over 14 working days since you sent your parcel back and you still haven’t received your refund, please get in touch with us. Make sure to include:

  • A photo of your proof of postage receipt
  • Your order number
  • The item(s) you returned

One of our Customer Service team members will get back to you as soon as possible.

  • Can I return a personalised item?

All sales of personalised goods are final and will NOT be accepted for a return, this is because this item is made just for you and is no longer re-saleable if returned.

  • What items are non returnable?

The following items cannot be returned: Personalised/custom items, Event or date specific items, Clearance items, Swimwear, Headwear

Please make sure you check if you have any of these items prior to returning as they will not be returned back to you or refunded.

Payment 

  • What payment methods do you accept? TBC - We accept all main payment methods
  • Experiencing problems making a payment?

Oh no, have you tried using an alternate payment method? Or contact customer services on contact@poptastica.com of your issue as occasionally there can be technical errors.

  • My discount code isn't working?

Oh no! Here’s what to check:

  1. Make sure you’ve typed the code exactly as it appears — it’s case sensitive!
  2. Check that the code is still valid and hasn’t expired.
  3. Have a read of the T&Cs — some codes don’t work on sale items, certain categories, or specific products.
  4. If you’ve checked all that and it’s still not working, don’t worry! Just contact our Customer Service team with your discount code and they’ll be able to advise you further and help get it sorted.

 

My Account 

  • I can't seem to sign into my account, what should I do?

It's best to try resetting your password first, if that doesn't work contact customer services at contact@poptastica.com with your account details and we will help you get sorted.

  • Do I need to set up an account to make an order?

No, that's no problem, we offer guest checkout, just make you complete your details in full and type in your email address correctly so you have your order confirmation.

  • How do I reset my password?

Just click the link on the login page and follow the instructions. 

It can also be found here:

  • Is my personal data kept private?

Of course we keep it private and secure and all keep up to date on all the latest data and protection laws. You can check out our privacy policy here:

  • Can I remove my details from your database?

Yes thats no problem just contact customer services at contact@poptastica.com advising of your name and email address and we will get that removed for you.